MY ROLE: Researcher and designer—solely responsible for all content
TIMELINE: One month
CLIENT: IDEO U
Background
It isn't easy being a modern 70-year-old when the world is not set up with you in mind. There is a pressing need for solutions to help an ever-increasing population of seniors facing age-related challenges.
The Challenge
My goal was to dive into this ambiguous problem space to explore service design solutions for the challenges faced by today's seniors.
The Solutions
monthly challenge box
A monthly set of mental challenges, themed learning activities, and encouragement to engage with others.
Peer-to-peer tech helpline
A call-in tech helpline for seniors by seniors, alleviating their family members from being the go-to.
RESEARCH + DISCOVERY
Ethnographic Research
Observing at the grocery store
A disability can be defined as a mismatch between a person and their environment. Day-to-day tasks that many of us take for granted can prove quite difficult for those less able-bodied. Items are out of reach, signage is hard to read, and too many choices overwhelm.
Immersive Empathy
I wanted to understand what it feels like to navigate the world with limited mobility and increased dependence on others, so I went through a grocery store on a mobilized scooter. I felt belittled, helpless, embarrassed, and in the way.
Direct Interviews
I became interested in viewing this design challenge through the lens of resilience. In order to dive deeper, I conducted interviews with several senior adults who were either on the extremely resilient or non-resilient end of the spectrum.
“It’s not the fear of getting old, it’s the fear of not being able to do things like I used to.”
SYNTHESIS
Uncovering Insights + Identifying Needs
Using an empathy map, I mapped out out observations and statements. There was a surprising amount of similarity in the responses — patterns emerged rather quickly.
Defining insights
Brainstorming
I facilitated a brainstorming session on solutions to the key needs of empowerment, independence, and purpose.
Converging
A few themes emerged: Educational, Mobility + Safety, Social + Emotional. We then voted in our favorites in each cluster.
MONTHLY CHALLENGE BOX
One insight I gained through the research is that for senior adults, remaining independent is a battle. Keeping cognitive skills sharp, having a problem-solving mindset, and fostering social connections are key factors in maintaining mental and emotional health.
How might we help in the fight? Introducing Monthly Challenge Box. Once a month, seniors can look forward to several weeks worth of mental challenges, themed learning activities, and opportunities and encouragement to engage with others. Challenges are organized by three key themes: Connecting, Learning, Making.
Prototyping
Usability Testing
I brought the prototype to my local YMCA and asked seniors to test out the box. Seniors were excited to provide feedback and suggestions to improve the product.
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Explore two separate models: active senior + inactive senior
The 'Making' challenges need to account for limited motor skills—for example, scissors are difficult for people with arthritis
The box could be customizable based on interest, capability, projects with grandkids, etc.
Perhaps have bulk boxes for nursing homes, social groups, churches, etc.
Iteration
Ideas tested in the second prototype
versioning based on an individual’s activity level/limitation
customization
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Further usability testing with individuals
Conduct research with retirement homes/senior centers around the concept of group editions
Prototype and test group edition
Beta test subscription model with a diverse panel of participants to assess if the concept would maintain value and interest over time
Conduct market research to assess pricing model of subscription service
Source content creators
PEER-TO-PEER TECH HELPLINE
When faced with a tech frustration, seniors tend to reach out to someone they know and feel comfortable with—often their kids and grandkids. Unfortunately, family members can sometimes lack the time and patience to offer help. The solution? A call-in tech helpline for seniors by seniors, paid for by their kids.
The helpline would be staffed by tech-savvy seniors who, because they are peers, could communicate in terms and at a pace that would make the caller feel comfortable. This peer-to-peer helpline would provide a sense of empowerment for both the caller and sense of purpose for the helper.
Usability Testing
I recruited two test participants: a not tech--savvy senior, Bryan, and a very tech-capable senior, Janet, I met during my prototype testing.
Overall hypotheses were validated—Bryan found the process enjoyable and appreciated Janet’s patience. Janet reported that it made her feel good to be able to help him out. All in all, a win-win.
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Market research to assess pricing model of subscription service
Quantitative research to validate hypothesis that family members would subscribe to this service on behalf of their parents
Recruit several tech-savvy seniors
Launch beta test
Establish tech training for Helpers
FINAL TAKEAWAYS
This challenge interests me personally because I have loved ones in their 70s, beginning to show signs of decline. Also, I just love hanging out with older people and hearing about their life experiences.
With each step in the design process, my curiosity deepened about a new particular aspect of the modern 70-year-old's experience. I feel like I have only begun to scratch the surface.